德勤: 人工智能的信任、态度和使用：2025 年全球研究 (英文 118 页)

人工智能拥有巨大的潜力，可以改变生活、促进各行各业发展，并助力解决一些最紧迫的全球问题。要充分发挥这一潜力，需要各方通力合作，共同致力于负责任的创新，并制定适当的监管措施，同时开展教育项目和技能发展计划，帮助个人更好地驾驭人工智能的力量。

由墨尔本大学牵头、毕马威会计师事务所 (KPMG) 合作开展的《人工智能的信任、态度和使用：2025 年全球研究》调查了 47 个国家/地区的 48,000 多人，旨在探索人工智能对个人和组织的影响。这是迄今为止针对公众对人工智能的信任、使用和态度开展的最广泛的全球研究之一。

目录

图表索引 2

执行摘要 4

引言 11

研究方法说明 13

第一部分：公众对AI的态度 18

• 人们对AI系统的使用和理解程度如何？ 19

• 人们对AI系统的信任和接受度如何？ 27

• 人们如何看待和体验AI的益处与风险？ 37

• 人们对AI监管治理有何期待？ 47

• 影响AI系统信任与接受度的关键因素是什么？ 59

• 人口统计因素如何影响对AI的信任、态度和使用？ 62

第二部分：职场员工对AI的态度 66

• 员工在工作中如何使用AI？ 67

• 工作场所使用AI产生哪些影响？ 77

• 人口统计因素如何影响职场AI使用与认知？ 85

第三部分：学生对教育AI的态度 89

• 学生如何使用AI？ 90

• 教育领域使用AI产生哪些影响？ 93

结论与启示 96

附录1：方法论与统计说明 104

附录2：样本人口统计特征 107

附录3：各国关键指标 109

附录4：17国关键指标历时变化 110

图表索引

图1：为个人/工作/学习目的主动使用AI工具的频次 20

图2：各国定期/半定期使用AI系统的情况 21

图3：接受过AI相关培训或教育 22

图4：自评AI知识水平 22

图5：自评AI应用效能 22

图6：不同经济群体在AI培训、知识及效能方面的差异 23

图7：各国AI知识、效能与培训情况对比 24

图8：常用技术使用情况及对其含AI的认知 25

图9：对AI系统可信度的认知 28

图10：对AI系统的信任与接受度 29

图11：各国对AI应用的信任度对比 30

图12：不同经济群体对AI系统的信任与接受度 31

图13：各国对AI系统的信任与接受度对比 32

图14：与AI相关的情感反应 33

图15：各国对AI的情感态度对比 34

图16：2022与2024年对AI系统的信任及担忧变化 35

图17：AI使用的预期与实测效益 38

图18：各国对AI效益的预期对比 39

图19：各国实测AI效益对比 40

图20：AI使用的感知风险与实测负面结果 41

图21：各国对AI风险的担忧程度 43

图22：各国实测AI使用负面结果 44

图23：各国"AI利大于弊"认知对比 45

图24：各国对AI监管的需求程度 49

图25：对现行AI安全监管法规充分性的认知 50

图26：对AI监管主体的期待 51

图27：各国对AI监管主体的期待差异 52

图28：AI生成虚假信息的影响与管理 53

图29：AI保障机制现状 54

图30：对AI开发使用实体的信心度 56

图31：各国对AI开发使用实体的信心度对比 57

图32：社会层面AI信任与接受度关键驱动模型 60

图33：年龄/收入/教育/AI培训对AI信任与接受度的影响 64

图34：年龄/收入/教育背景下的AI使用与培训差异 64

图35：年龄/收入/教育背景下的AI知识与效能差异 65

图36：组织AI使用情况（员工报告） 67

图37：工作中主动使用AI的频次 68

图38：组织与员工AI应用率历时变化 69

图39：工作中主动使用的AI工具类型 70

图40：工作用AI工具的获取途径 71

图41：组织关于生成式AI的工作政策（员工报告） 71

图42：工作中主动使用AI的频次分布 72

图43：工作AI使用频次与信任度关联 73

图44：职场中不当与过度依赖AI的行为 76

图45：职场中对AI的批判性使用 76

图46：员工报告的AI职场影响 78

图47：员工工作对AI的依赖程度 79

图48：管理决策中人机协作偏好 79

图49：感知到的组织对AI及负责任使用的支持 81

图50：各国组织对AI支持与负责任使用情况 82

图51：对AI影响就业的认知 83

图52：职场AI信任与使用的人口统计差异 87

图53：过度依赖AI与积极影响的人口统计差异 87

图54：行业间AI使用与组织支持差异 88

图55：学生AI使用频次与职场使用对比 90

图56：学习用AI工具类型与职场对比 91

图57：教育中不当与过度依赖AI的行为 92

图58：学生报告的AI教育影响 94

图59：学生感知的教育机构对负责任AI使用的支持 95

图60：教育机构对学生使用生成式AI的指导 95

Contents

List of figures 2

Executive summary 4

Introduction 11

How the research was conducted 13

Section 1: Public attitudes towards AI 18

• To what extent do people use and understand AI systems? 19

• To what extent do people trust and accept AI systems? 27

• How do people view and experience the benefits and risks of AI? 37

• What do people expect from the regulation and governance of AI? 47

• What are the key drivers of trust and acceptance of AI systems? 59

• How do demographic factors influence trust, attitudes and use of AI? 62

Section 2: Employee attitudes towards AI at work 66

• How is AI being used by employees at work? 67

• What are the impacts of AI use at work? 77

• How do demographic factors influence use and perceptions of AI at work? 85

Section 3: Student attitudes towards AI in education 89

• How is AI being used by students? 90

• What are the impacts of AI use in education? 93

Conclusion and implications 96

Appendix 1: Methodological and statistical notes 104

Appendix 2: Sample demographics 107

Appendix 3: Key indicators for each country 109

Appendix 4: Changes in key indicators over time for 17 countries 110

List of figures

Figure 1: Frequency of intentional use of AI tools for personal, work, or study purposes 20

Figure 2: Use of AI systems on a regular or semi-regular basis across countries 21

Figure 3: AI-related training or education 22

Figure 4: Self-reported AI knowledge 22

Figure 5: Self-reported AI efficacy 22

Figure 6: AI training and education, knowledge and AI efficacy across economic groups 23

Figure 7: AI knowledge, efficacy, and training across countries 24

Figure 8: Use of common technologies and awareness that they involve AI 25

Figure 9: Perceptions of the trustworthiness of AI systems 28

Figure 10: Trust and acceptance of AI systems 29

Figure 11: Trust in AI applications across countries 30

Figure 12: Trust and acceptance of AI systems across economic groups 31

Figure 13: Trust and acceptance of AI systems across countries 32

Figure 14: Emotions associated with AI 33

Figure 15: Emotions toward AI across countries 34

Figure 16: Trust of AI systems and worry about AI in 2022 and 2024 35

Figure 17: Expected and experienced benefits of AI use 38

Figure 18: Expected benefits of AI across countries 39

Figure 19: Experienced benefits of AI across countries 40

Figure 20: Perceived risks and experienced negative outcomes from AI use 41

Figure 21: Concerns about the risks of AI across countries 43

Figure 22: Experienced negative outcomes from AI use across countries 44

Figure 23: Perceptions across countries that AI benefits outweigh risks 45

Figure 24: Need for AI regulation across countries 49

Figure 25: Perceived adequacy of current regulation and laws to make AI use safe 50

Figure 26: Expectations of who should regulate AI 51

Figure 27: Expectations of who should regulate AI across countries 52

Figure 28: Impacts and management of AI generated misinformation 53

Figure 29: AI assurance mechanisms 54

Figure 30: Confidence in entities to develop and use AI 56

Figure 31: Confidence in entities to develop and use AI across countries 57

Figure 32: A model of the key drivers of trust and acceptance of AI use in society 60

Figure 33: Trust and acceptance of AI systems by age, income, education, and AI training 64

Figure 34: Use of AI and AI training by age, income, and education 64

Figure 35: AI knowledge and AI efficacy by age, income, and education 65

Figure 36: Organizational use of AI (employee reported) 67

Figure 37: Frequency of intentional use of AI at work 68

Figure 38: Organizational and employee AI adoption have increased over time 69

Figure 39: Types of AI tools intentionally used at work 70

Figure 40: Access to AI tools used at work 71

Figure 41: Organizational policy or guidance on generative AI at work (employee reported) 71

Figure 42: Frequency of intentional use of AI at work 72

Figure 43: Intentional use of AI at work and trust of AI at work 73

Figure 44: Inappropriate and complacent use of AI at work 76

Figure 45: Critical engagement with AI at work 76

Figure 46: Impacts of AI use in the workplace as reported by employees 78

Figure 47: Employee reliance on AI at work 79

Figure 48: Preference for human–AI involvement in managerial decision-making 79

Figure 49: Perceived organizational support for AI and responsible AI use 81

Figure 50: Organizational support for AI and responsible use across countries 82

Figure 51: Perceived impact of AI on jobs 83

Figure 52: Demographic differences in trust and use of AI at work 87

Figure 53: Demographic differences in complacent use and positive impacts of AI 87

Figure 54: Industry differences in use of AI and organizational support for AI 88

Figure 55: Frequency of student use of AI compared to employee use of AI for work 90

Figure 56: Types of AI tools intentionally used for study, compared to employees 91

Figure 57: Inappropriate and complacent use of AI in education 92

Figure 58: Impacts of AI use in education as reported by students 94

Figure 59: Education provider support for responsible AI use as reported by students 95

Figure 60: Education providers’ guidance on generative AI use for students 95

×